Terms & Conditions

Table of Contents

Part A: General terms applicable to all Services
Part B: Specific terms applicable to the Online Prescribing Services
Part C: Specific terms applicable to the NHS Repeat Prescription Services
Part D: Specific terms applicable to Non-Medicine Purchases

PART A: GENERAL TERMS APPLICABLE TO ALL SERVICES

1. THESE TERMS

1.1 What these terms cover. These terms and conditions apply to the use of the www.truepill.co.uk website (“TruePill” or “this website”), which includes all information and services that we provide to you and all users of this website, including making use of our services, which involves any or all of the following:

1.1.1 registration as a patient on TruePill for purposes of accessing any of the TruePill services, being the Online Prescribing Services, NHS Repeat Prescription Services and/or the Non-Medicine Purchases, as described below;

1.1.2 the Online Prescribing Services, as described at clause 14 at Part B below (the “Online Prescribing Services”); 

1.1.3 the NHS Repeat Prescriptions Services, as described at clause 20 at Part C below (the “NHS Prescription Services”); and

1.1.4 Non-Medicine Purchases, being the online purchase by you of certain non-medicine goods, including testing kits/devices, for example, chlamydia testing kits and pregnancy testing kits, as further described at clause 26 at Part D below (“Non-Medicine Purchases”), (each, a “Service”, and collectively, the “Services”).

Please note that the Services are not to be used in an emergency situation. If you believe that you, or the person you are assisting, is in an urgent or emergency situation, you should immediately dial 999 or seek alternative emergency medical services.

Why you should read these terms. It is important that all users of TruePill have a safe and pleasant experience. As such we have put in place these terms and conditions, so that as a user of this website you know what to expect. Therefore, please read these terms carefully before you continue to use this website and engage our Services. These terms tell you who we are, how we will provide the Services to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you do not understand any aspect of these terms and conditions, please let us know and we will clarify any queries you may have. If you do not accept and agree to these terms and conditions, please refrain from using this website or any of the Services we provide. By registering and signing-up to the Services, you agree to be bound by these terms and conditions. We may change or modify these terms and conditions from time to time and it is your responsibility to make sure you are up to date with these changes.

2. INFORMATION ABOUT US AND HOW TO CONTACT US

2.1 Who we are This website is owned by Truepill Limited, a company registered in England and Wales. Our company registration number is 11571969 and our registered office is at Unit 1, Fifth Street, Trafford Park, Manchester, England, M17 1JX. Our registered VAT number is 315762503.

2.2 How to contact us For general queries, you can contact us by contacting the TruePill customer service team at 0800 802 1512 or by writing to us at info@truepill.co.uk or via post at Unit 1, Fifth Street, Trafford Park, Manchester, England, M17 1JX

2.3 How we may contact you If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provide to us during the registration process (see clause 4 below).

2.4 Professional standards The relevant aspects of the Services are provided by qualified independent prescribing pharmacists who are registered with the General Pharmaceutical Council in the UK. All of our pharmacists comply with the requirements of their respective professional bodies, the standards set by the healthcare regulators we are registered with.

2.4.1 The person with overall clinical responsibility for the Services is Dr Aisha Malik. Dr Malik is a UK registered General Practitioner. She oversees our team of independent prescribing pharmacists who assist and manage patients. You can write to Dr Malik at:
TruePill Online Prescribing Services
Unit 1, Fifth Street
Trafford Park
Manchester
England
M17 1JX

2.4.2 TruePill is also assisted by qualified pharmacists and operates from registered pharmacy premises under General Pharmaceutical Council registered premises number 9011171. at:
Truepill Limited
Unit 1, Fifth Street
Trafford Park
Manchester
England
M17 1JX

The owner of the registered pharmacy is Truepill Ltd. The details of the current registered Superintendent Pharmacist is:

Dennis Ouko
MRPharmS
GPhC Registration Number: 2205052
Truepill Limited

By clicking on the registration numbers above, you are able to verify the pharmacy’s registration and our superintendent pharmacists information

“Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.

2.5 “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.


3. WEBSITE CONTENT

3.1 All content (i.e. information, text, videos, photographs, data, software, images, sounds and other material) collectively contained on this website is owned, controlled or licensed by or to us. We are protected by copyright, trademark laws and various other intellectual property rights.

3.2
The content on this website cannot be copied, reproduced, translated, republished, encoded, uploaded, publicly displayed, posted, transmitted or distributed in any way unto any server, website or other medium for the purpose of publication or distribution including any commercial enterprise, without our knowledge and prior written consent. If, for any reason, you intend to use any content of this website in any of the purposes listed above, a request for written consent must be sent to us at info@truepill.co.uk

3.3
You undertake not to use, upload or transmit: any content that is defamatory, offensive, obscene or otherwise unlawful, or which may cause offence or distress or which may affect or infringe the rights of any other person; any device, software, file or mechanism which may interfere with the proper operation of this website or our systems; establish a link to this website from any other website, intranet or extranet site without our prior written consent; decompile, disassemble or reverse engineer (or attempt to do any of them) any of the software or other materials provided on or through TruePill; do anything that may interfere with or disrupt this website or our Services; and/or encourage or permit others to do any of the above. In the event that you do not comply with the above restrictions, any person affected by your actions may bring a claim against you and/or us. We reserve the right to pursue a claim against you for any losses and costs (including legal costs) we may suffer as a result of your actions.

3.4 Website availability. This website is provided free of charge and we make no guarantee that it will be uninterrupted or error free. We reserve the right to modify, suspend or withdraw the whole or any part of the website or any of its content at any time without notice and without incurring any liability.

3.5 Links from this website. To provide increased value to you, we may provide links to other websites or resources for you to access at your sole discretion. You acknowledge and agree that, as you have chosen to enter the linked website, we are not responsible for the availability of such external sites or resources, and do not review or endorse and are not responsible or liable, directly or indirectly, for: (i) the privacy practices of such websites; (ii) the content of such websites, including (without limitation) any advertising, content, products, goods or other materials or services on or available from such websites or resources; or (iii) the use to which others make of these websites or resources, nor for any damage, loss or offence caused or alleged to be caused by, or in connection with, the use of or reliance on any such advertising, content, products, goods or other materials or services available on such external websites or resources.

3.6 Security. We employ security technology as detailed in our Privacy Policy, however, Internet transmissions are never completely private or secure and there is a risk, therefore, that any message or information you send to us from this website may be intercepted and potentially read by others. We will have no liability in respect of any transmissions you send to us and you do so entirely at your own risk.

3.7 Use of TruePill outside the United Kingdom. We make no claims or representations that any or all of the content of this website may be lawfully viewed or downloaded outside the United Kingdom and, unless otherwise specifically stated, the content and this website is directed solely at users who access this website from the United Kingdom. If you choose to access the website from outside the United Kingdom, you do so at your own risk and are responsible for compliance with the laws of your jurisdiction.

3.8 Accuracy. We take care to ensure that all information available on our website about our business, Services and any products mentioned is accurate. However, these are continuously changing and, occasionally, the information on our website may be out of date. Medical, commercial and legal practice change frequently and the content on this website have been prepared for general interest only and are not a substitute for specific medical, legal or other professional advice and should not be read or used as such. For accurate, up-to-date information you should contact us and/or your GP directly.

4. REGISTRATION

4.1 Requirement to register.Visitors to this Website are required to register with us in order to make use of any of the Services. We are not under any obligation to accept a request for registration and reserve the right to suspend or terminate access at any time if your continued use is believed to prejudice us or other users. By registering to use TruePill you confirm that the information you provide during the registration process is accurate and complete. You agree to update your registration details promptly if they change.

4.2 Your warranties. For purposes of the registration process, you warrant that:

4.2.1 the personal data that you are required to provide when you register as a patient is true, accurate, current and complete in all respects;

4.2.2 you will notify us immediately of any changes to the personal data by updating these details on your online account;

4.2.3 you are legally capable of entering into binding contracts; and

4.2.4 that you are 18 years or older

4.3 Username and password. During the registration process you will be allocated, or invited to choose, your own username and password which will be unique to you, so as to ensure a secure personal online patient record. You are responsible for keeping your username and password confidential and for ensuring that they are not used by any other person.

4.4 Verifying your identity We may use third party service providers to verify your identity so as to ensure that you are a genuine patient. By registering with us and signing up for the Services, you agree as follows:

4.4.1 the appointed third party service provider and/or any of their appointed agents can carry out all necessary searches, including searches of consumer credit records, in order to verify your information;

4.4.2 that you have read the third party service provider privacy policy and you agree to all your personal data being processed in accordance with the service provider’s privacy policy; and

4.4.3 you confirm to the best of your knowledge having exercised all due skill and care that the information you provide is complete, true and correct.

5. YOUR COMMITMENTS WHEN USING THE SERVICES

5.1 To the extent applicable, you agree the following when making use of any of the Services:

5.1.1 you will answer all questions truthfully and fully;

5.1.2 you will not register more than once;

5.1.3 you will not register or complete questionnaires on behalf of anyone other than yourself;

5.1.4 you will read carefully each message uploaded into your secure online patient record before taking any medicines that our prescribers have prescribed, and comply with any instructions given for each medicine. If you are uncertain as to how to use a testing kit or take any medicine we have provided to you, you will contact us and not use the kit or medicine until you have sufficient information from us and understand the correct instructions;

5.1.5 you will accept the prescriber’s decision if he/she determines that it is not in your best interests to receive the requested medicine or medicine category without the benefit of a face to face consultation;

5.1.6 for certain matters, it is mandatory that we notify your GP of your treatment with us. However, we will always offer to notify your GP of any medicines that we have prescribed, but if you decline to take up our offer to contact your GP, it is your responsibility to notify your GP. If you decide not to notify your GP, it is important that you keep a record of any medicines that we have prescribed. However, please note that in an emergency situation, we may need to contact a healthcare professional, social services or the emergency services without your consent, even where you have declined any of our offers to contact your GP;

5.1.7 you will ensure that no-one other than yourself has access to any medicines that we make available to you.

5.1.8 where applicable, you will ensure that any medicines prescribed in advance of need are not used beyond their expiry date; and

5.1.9 you will inform us via your online patient record if you experience any side-effects from any medicines we make available to you, or if you think that any medicine we made available to you has not been effective.


6. PRICE AND PAYMENT

6.1 Where to find the price for the Services. The price of the Services (which includes VAT) will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the Services advised to you is correct. However, please see clause 6.3 for what happens if we discover an error in the price of the Services you order.

6.2 We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the Services, we will adjust the rate of VAT that you pay, unless you have already paid for the Services in full before the change in the rate of VAT takes effect.

6.3 What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the Services (and medicines and/or non-medicine goods) we provide may be incorrectly priced. We will normally check prices before accepting your order so that, where the Services’ correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the Services’ correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order.

6.4 How you must pay. In all cases where payment is required, we accept payment with Paypal, Visa, Mastercard, Maestro and American Express. Please refer to the specific payment terms applicable to the different Services at Parts B to D below.

6.5 What to do if you think an invoice is wrong. If you think an invoice is wrong please contact us promptly to let us know. You will not have to pay any interest until the dispute is resolved. Once the dispute is resolved we will charge you interest on correctly invoiced sums from the original due date.

6.6 Subscription plans.Where applicable (for example, for repeat monthly medicine prescriptions), by signing up to one of our subscription plans, you agree to be charged the repeat payment of the specified amount from the payment card you used when signing up to the Services. This is known as a Continuous Payment Authority. If your payment fails and you do not update your card details when prompted, your plan will automatically be terminated. You can cancel your plan at any time by contacting our customer services team and you will not be charged a cancellation fee. However, if your treatment has already been sent out when you attempt to cancel, you may still be charged for that specified payment. Our prescribers have the right to review your suitability for your treatment plan at any given time and can terminate your plan if they deem you unsuitable for the Services. You are also required to complete a clinical review every six months or one year depending on what plan you have signed up for, however, if you do not complete the review questionnaire before your next treatment is due, your plan will be automatically terminated and you will be notified of this.

7. DELIVERY OF DISPENSED MEDICINES & NON-MEDICINE GOODS

7.1 Delivery. You offer free Standard Delivery for medicines and/or non-medicine products that are sent in the post. During the order process, we will let you know when we anticipate that your dispensed medicine and/or non-medicine product will be delivered it to you.

7.2 We are not responsible for delays outside our control. If our supply of the dispensed medicine and/or non-medicine goods is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this, we will not be liable for delays caused by the event.

7.3 If you are not at home when the dispensed medicine and/or non-medicine goods are delivered. If no one is available at your address to take delivery and the dispensed medicine and/or the non-medicine goods cannot be posted through your letterbox, we, through the relevant third party service provider, will leave you a note informing you of how to rearrange delivery or collect the dispensed medicine and/or non-medicine goods from a local depot.

7.4 If you do not re-arrange delivery. If, after a failed delivery to you, you do not re-arrange delivery or collect the item(s) from a delivery depot, we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection, we may end the contract and clause 8.2 may apply.

7.5 When you become responsible for the dispensed medicine and/or non-medicine goods. The dispensed medicine and/or non-medicine goods will be your responsibility from the time we deliver it to the address you gave us.

7.6 When you own the dispensed medicine and/or non-medicine goods. You own the medicine and/or non-medicine goods once we have received payment in full.

7.7 Notification of errors. You should check the content of each delivery promptly upon receipt. If you believe that the content of the delivery was sent to you in error, you should contact us immediately.

8. OUR RIGHTS TO END THE CONTRACT

8.1 We may end the contract if you break it. To the extent that a binding contract has already been entered into, we may end the contract for the Services at any time by writing to you if:

8.1.1 you do not make any payment to us when it is due and you still do not make payment within two days of us reminding you that payment is due;

8.1.2 you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the Services, as required during the registration and questionnaire processes; or

8.1.3 you do not, within a reasonable time, allow us to deliver the dispensed medicine and/or non-medicine goods to you or collect the item(s) from us.

8.2 You may need to compensate us if you break the contact. If we end the contract in the situations set out in clause 8.1 we will refund any money you have paid in advance for the Services we have not provided, but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract depending on the date on which we end the contract.

9. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU

9.1 TruePill accepts full clinical responsibility for all of its patients to the full extent that the law requires. We will not be liable for any loss or damage (in contract negligence or otherwise) where

9.1.1 there is no breach of a legal duty of care owed to you by us; or

9.1.2 the loss or damage is not a reasonably foreseeable result of any such breach; or

9.1.3 any loss or damage or increased risk of loss or damage results from a breach by you of these terms and conditions.

9.2 In particular, we are not responsible for:

9.2.1 loss or damage caused by you providing inaccurate or incomplete information;

9.2.2 loss of your emotional well-being including, but not limited to, any embarrassment caused;

9.2.3 loss of income or anticipated profits;

9.2.4 loss of opportunity;

9.2.5 loss of goodwill or injury to reputation;

9.2.6 losses suffered by third parties; or

9.2.7 any indirect, consequential, special or exemplary damages arising from the use of the Services regardless of the form of action.

9.3 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; or for fraud or fraudulent misrepresentation. Nothing in these Terms and Conditions affects your statutory rights.

10. OTHER IMPORTANT TERMS

10.1 Your order number. Where applicable, we will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.

10.2 Follow-up. The TruePill team may contact you to check how you are doing after using the Services. We may also contact you for feedback about your experience, to help us improve and to ensure we meet your future needs. From time to time, we may use anonymised or pseudonymised information to carry out an evaluation of our service, to report on and improve the standards of clinical care and service we provide, and to help inform good clinical practice.

10.3 We may transfer this contract to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.

10.4 You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms and conditions to another person if we agree to this in writing beforehand. Nobody else has any rights under this contract.

10.5 If a court finds part of this contract illegal, the rest will continue in force. Each of the clauses of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining clauses will remain in full force and effect.

10.6 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the Services, we can still require you to make the payment at a later date.

10.7 Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the Services in the English courts. If you live in Scotland you can bring legal proceedings in respect of the Services in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the Services in either the Northern Irish or the English courts.

11. COMPLAINTS

11.1 We have standard operating procedures in place to ensure that we handle complaints in the best way possible. When we receive a complaint, we ensure that we:

11.1.1 receive complaints with respect and courtesy;

11.1.2 treat complaints as confidential;

11.1.3 accept complaints made orally or in writing or if made electronically;

11.1.4 establish whether the complainant has grounds for making a complaint. Please note that in practice, this may be instantly apparent without the need for analysis or urther questioning to establish. However, if analysis is required then in order to have grounds for a complaint an affected person must have been affected by an action, omission, or decision of the pharmacy, or must have received services (private or NHS/HSC) from the pharmacy; and

11.2 Please note that the time it will take to handle an investigation is solely dependent on the type of complaint. Be assured that we will inform you via email or telephone each step of the way on how we are dealing with your complaint.

12. APPLICABLE REGULATORY AUTHORITIES

Medicines & Healthcare products Regulatory Agency (MHRA)
Address: 151 Buckingham Palace Road, London SW1W 9SZ
Email: info@mhra.gov.uk
Telephone: 020 3080 6000
Fax: 020 3118 9803
Website: http://medicine-seller-register.mhra.gov.uk

General Pharmaceutical Council (GPhC)
Address: 25 Canada Square London, E14 5LQ
Email: info@pharmacyregulation.org
Telephone: 0203 713 8000
Website: https://www.pharmacyregulation.org

PART B: SPECIFIC TERMS APPLICABLE TO THE ONLINE PRESCRIBING SERVICES

13. ONLINE PRESCRIBING SERVICES

13.1 Overview. We, with the assistance of registered prescribers and/or pharmacists, provide thorough medical consultations via our online questionnaires completed by you. Through your completed questionnaire we are able to determine if you are suitable for the treatment you desire. Please note that if it is necessary, one of our prescribers may consult with you further. It is at the discretion of our prescribers to accept or decline an order based on their medical assessment of your completed questionnaire. If it is determined by the prescriber that you are eligible for treatment, a confirmation notification will be sent informing you about the progress of your order. The pharmacy team will thereafter dispense and post the medicines directly to you.

13.2 Completion of questionnaire. Once you have been successfully registered with TruePill in terms of clause 4 above, you will be requested to complete a health-related questionnaire for the purposes of ordering the treatment you desire. Please note that the information and advice provided by TruePill when you use the Service is based on the information you supply to us. It is your responsibility to ensure this information is correct and complete, and you accept that failure to do so (whether intentionally or not) will affect the information and advice we give to you and the medicines we supply to you and, as such, may have consequences for which we are not responsible.

13.3 Assessment by prescribers and prescription of medicine. Upon receipt of your completed questionnaire and payment, our prescribers aim to respond within 24 hours on weekdays, and 48 hours on weekends. Please note that these timelines are only a guideline and, although we will endeavour to meet these timelines, we cannot guarantee such timelines. Our prescribers can only make a decision as to whether it is in the best interests of the patient to receive a medicine when he/she has all relevant information. On occasion, this may require the prescriber to ask you for additional information further to the information that was provided in response to an online questionnaire. If it is determined by our prescriber that it is not clinically appropriate to prescribe the requested medicine or category of medicine, a refund will be issued to you within seven working days and a notification will be sent out to you, through our patient portal, informing you of the reason why the treatment was declined.

14. PAYMENT

Prior to submitting your questionnaire and order for your desired medicine or medicine category, you will be required to make payment for your order, as directed. We will issue you with an invoice. See further clause 6 regarding general payment terms, including, where relevant, subscription plans.


15. CONCLUDING A BINDING CONTRACT

When we receive your completed questionnaire, payment and order for these Services, we will confirm that we have received your order by sending a confirmation email to the contact email address that you supplied. Your order is an offer to purchase these Services and will not be binding on us until we prescribe your medicine. Professional codes of conduct and legal restrictions may limit the number and frequency of any item we are permitted to supply to you and, as such, we have no obligation to supply quantities exceeding the relevant permitted maximum and will charge only for those we do supply. We reserve the right to reject any order.


16. NO RIGHT TO CANCEL THE ORDER/CONTACT

Please note that when you take up a service that involves the prescribing of medicines (such as these Services), this will require us to perform an assessment of your clinical suitability for the medicines before the medicines can be prescribed or otherwise approved for supply – in other words, the supply of these Services (including the prescriber’s assessment of your questionnaire and prescription of medicines) is personalised to you. You agree to us commencing this service and an assessment of your clinical suitability for medicines when you place the order and, as such, you will have no legal right to cancel your order under applicable consumer protection legislation, including to the extent applicable, The Consumer Protection (Distance Selling) Regulations 2000 and The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Under certain limited circumstances, we may, using our sole discretion and considering the circumstances, consider a cancellation request from you if we receive such request prior to us confirming your order via e-mail.


17. NON-AVAILABILITY/SUBSTITUTE

In the event that we are unable to fulfil a prescription, we will contact you to agree an alternative pharmacy that we have already identified as having the item available. The original prescription/order will be revoked and a new prescription/order will be sent to the new pharmacy.


18. RETURNS

Notwithstanding the limitation on your right to cancel your order, in terms of applicable regulations, we cannot accept any medicine returned to us (and resell it) from the moment such medicine left our premises. However, should you, at your own cost, wish to return unwanted medicine to us, we will facilitate the destruction thereof in accordance with applicable regulations. Please contact us should you intend to return any unwanted medicines.

PART C: SPECIFIC TERMS APPLICABLE TO THE NHS REPEAT PRESCRIPTION SERVICES

19. NHS REPEAT PRESCRIPTION SERVICES

19.1 Overview. These services entail the following:

19.1.1 your access to an online platform where you can nominate TruePill as your pharmacy of choice;

19.1.2 the request by us, on your behalf, for the necessary approval from your NHS General Practitioner (“GP”) for TruePill to be your pharmacy of choice; and

19.1.3 the processing of NHS prescriptions received from your NHS GP, and the dispensing and delivery of the medicine to you.

19.2 We are legally only able to dispense medicines for you when we have received either an electronic prescription which has been digitally signed by your GP, alternatively a conventional paper prescription signed in writing by your GP. Prescriptions are issued entirely at the discretion of your GP.

19.3 If your GP does not accept prescription requests from pharmacies, we will require you to request your GP to nominate us as your preferred pharmacy. Our pharmacy team will message you to let you know if your GP does not accept requests from us.

19.4 Despite most GPs using electronic prescriptions, a small number of GPs still use paper prescriptions, and in these instances, we would need to use the postal service to receive your prescription. This could result in some delay to dispense your medicine.

19.5 To the extent that we receive a prescription from you, we will verify it against the information provided to us at the time the order was placed. In the event that the information does not match with your original order, we may try to contact you and/or your GP using the information in your registration. If we cannot contact you and/or your GP, and we are unable to dispense the item(s) on your order, we reserve the right to return your prescription to you.

19.6 You are responsible for signing for packages containing medicines but any signature provided by a third party at the delivery address given by you will be deemed to be receipt of the medicines and fulfilment of our obligations in dispensing that prescription. If you have given consent at the time of placing the prescription order, your medicines may be posted through your letterbox.

19.7 If the prescription is for a person other than yourself, you will need to have the authority of the person whose prescription it is to have it dispensed by us, and such person has notified us that they are in agreement that we deliver the medicine to you and, to the extent applicable, completed the required documentation. By placing an order to dispense another person’s prescription you confirm that you have their authority to do so.

20. PAYMENT
For purposes of the NHS, you are responsible for providing written evidence of current and valid exemption from payment, alternatively providing valid credit or debit card details which may be charged if you are not exempt from payment. We reserve the right to not deliver medicines to you if your exemption or payment details have expired or are invalid in any way. In such cases, we will attempt to contact you in such instances to enable you to provide updated information to allow us to dispense the prescription. See further clause 6 regarding general payment terms, including, where relevant, subscription plans.

21. CONCLUDING A BINDING CONTRACT
Your order is an offer to purchase these Services and will not be binding on us until we notify you in writing that we have confirmed your order. Before we can confirm your order, we need to be sure that your GP has accepted us as your preferred pharmacy and that your prescription is valid. Professional codes of conduct and legal restrictions may limit the number and frequency of any item we are permitted to supply to you and, as such, we have no obligation to supply quantities exceeding the relevant permitted maximum and will charge only for those we do supply. We reserve the right to reject any order.

22. RIGHT TO CANCEL THE ORDER/CONTRACT

22.1 You may cancel your order at any point in time before the requested medicine has been dispensed by our pharmacy team. If applicable, you will receive a refund with the same method of payment. Please notify us of your intention to cancel as soon as possible.

22.2 Unfortunately, from the moment your medicine has been dispensed, you are not entitled to cancel the order and return such medicine to us for a refund (if applicable). This is so because of the nature of prescription medicines and in terms of applicable consumer protection legislation, including to the extent applicable, The Consumer Protection (Distance Selling) Regulations 2000 and The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

23. Non-availability/substitutes
In the event that we are unable to fulfil a prescription, we will contact you to agree an alternative pharmacy that we have already identified as having the item available. The original prescription/order will be revoked and a new prescription/order will be sent to the new pharmacy.


24. RETURNS

Notwithstanding the limitation on your right to cancel your order, in terms of applicable regulations, we cannot accept any medicine returned to us (and resell it) from the moment such medicine left our premises. However, should you, at your own cost, wish to return unwanted medicine to us, we will facilitate the destruction thereof in accordance with applicable regulations. Please contact us should you intend to return any unwanted medicines.

PART D: SPECIFIC TERMS APPLICABLE TO NON-MEDICINE PURCHASES

25. NON-MEDICINE PURCHASES

25.1 On our website, we also offer for sale certain non-medicine goods (hereinafter referred to as “goods”). These goods may include testing kits/devices, for example, chlamydia testing kits and pregnancy testing kits.

25.2 Please note that in respect of chlamydia testing kits, pregnancy testing kits and other testing devices for use at home, the purchase of such goods is not a substitute for proper medical investigation and advice and we do not provide clinical or diagnostic services in relation to such tests. 

26. PAYMENT
Prior to submitting your order for your goods, you will be required to make payment for your order, as directed. We will issue you with an invoice. See further clause 6 regarding general payment terms, including, where relevant, subscription plans.

27. CONCLUDING A BINDING CONTRACT
When we receive an order from you to goods from us, we will confirm that we have received the order by email to the address provided by you in your order. Your order is an offer to purchase goods and will not be binding on us until you have received an email from us that confirms that we have dispatched those goods to you. Professional codes of conduct and legal restrictions may limit the number and frequency of any goods we are permitted to supply to you and, as such, we have no obligation to supply quantities exceeding the relevant permitted maximum and will charge only for those we do supply. We reserve the right to reject any order.

28. RIGHT TO CANCEL THE ORDER/CONTRACT

28.1 You can, under certain circumstances, cancel your contract with us in respect of the purchase of goods. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:

28.1.1 if what you have bought is faulty or misdescribed, you may have a legal right to end the contract (or to get the goods repaired or replaced or a service re-performed or to get some or all of your money back), see clause 31 below;

28.1.2 if you want to end the contract because of something we have done or have told you we are going to do, see clause 29.2 below;

28.1.3 if you have just changed your mind about the goods, see clause 29.3 below. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any goods; or

28.1.4 in all other cases (if we are not at fault and there is no right to change your mind), see clause 29.6 below

28.2 Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at 29.2.1 to 29.2.5 below, the contract will end immediately and we will refund you in full for any goods which have not been provided and you may also be entitled to compensation. The reasons are:

28.2.1 we have told you about an upcoming change to the goods or these terms which you do not agree to;

28.2.2 we have told you about an error in the price or description of the goods you have ordered and you do not wish to proceed;

28.2.3 there is a risk that supply of the goods may be significantly delayed because of events outside our control; or

28.2.4 we have suspended supply of the goods for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 30 days.

28.3 Exercising your right to change your mind. For most goods bought online, you have a legal right to change your mind within 14 days, and receive a refund.

28.4 When you don’t have the right to change your mind. You do not have a right to change your mind in respect of, including but not limited to:

28.4.1 services, once these have been completed, even if the cancellation period is still running;

28.4.2 goods sealed for health protection or hygiene purposes, once these have been unsealed after you receive them; and

28.4.3 any goods which become mixed inseparably with other items after their delivery.

28.5 How long do I have to change my mind? In the context of the purchase of goods, you have 14 days after the day you (or someone you nominate) receives the goods, unless your goods are split into several deliveries over different days, in which case you have until 14 days after the day you (or someone you nominate) receives the last delivery to change your mind about the goods.

28.6 Cancelling the contract where we are not at fault and there is no right to change your mind. Even if we are not at fault and you do not have a right to change your mind, you can still cancel the contract before it is completed, but you may have to pay us compensation. A contract for goods is completed when the goods are delivered and paid for. If you want to cancel a contract before it is completed, where we are not at fault and you are not entitled to change your mind, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for products not provided, but we may deduct from that refund reasonable compensation for the net costs we will incur as a result of your ending the contract.

29. HOW TO CANCEL YOUR ORDER/CONTRACT WITH US (INCLUDING IF YOU HAVE CHANGED YOUR MIND)

29.1 Tell us you want to cancel the contract. To cancel the contract with us, please let us know by contacting us at the contact details provided at clause 2.

29.2 Returning products after cancelling the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. Unless we direct you otherwise, you must post them back to us at the address listed above at clause 2. If you are exercising your right to change your mind, you must send off the goods within 14 days of telling us you wish to end the contract.

29.3 When we will pay the costs of return. We will pay the costs of return:

29.3.1 if the goods are faulty or misdescribed; and

29.3.2 if you are ending the contract because we have told you of an upcoming change to the goods or these terms, an error in pricing or description, a delay in delivery due to events outside our control, or because you have a legal right to do so as a result of something we have done wrong.

In all other circumstances, including where you are exercising your right to change your mind, you must pay the costs of return.

29.4 What we charge for collection. If you are responsible for the costs of return and we are collecting the goods from you, we will charge you the direct cost to us of collection.

29.5 How we will refund you. We will refund you the price you paid for the goods including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.

29.6 Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:

29.6.1 We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount

29.6.2 The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within a certain period of days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.

29.7 When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind:

29.7.1 and we have not offered to collect the goods, your refund will be made within 14 days from the day on which we receive the goods back from you; and

29.7.2 in all other cases, your refund will be made within 14 days of your telling us you have changed your mind.

30. IF THERE IS A PROBLEM WITH THE GOODS

30.1 How to tell us about problems. We are under a legal duty to supply you with goods that are in conformity with this contract, and that are as described, fit for purpose and of satisfactory quality. If you have any questions or complaints about the goods, please contact us at the contact details listed at clause 2 above.

30.2 Claiming a refund. The Consumer Rights Act 2015 allows you to claim a refund on faulty goods within 30 days of receipt. In some cases we may offer to replace or, to the extent possible, repair the item free of charge. If the first repaired or replacement item we supply also turns out to be faulty, then you can claim a refund at this point, which includes the price you paid for it plus any delivery charges.

30.3 Manufacturer warranties. You may have additional manufacturer’s warranties with some products, giving you additional rights and you should check these carefully.

30.4 Your obligation to return rejected products. If you wish to exercise your legal rights to reject goods you must post them back to us. Unless we direct you otherwise, you must post them back to us at the address listed above at clause 2.

31. NON-AVAILABILITY/SUBSTITUTES

In the event that we are unable to fulfil your order, due to, for example, issues with stock availability, we will contact you. We reserve the right to send you a substitute of similar specification.